Microsoft Dynamics 365 CRM Consultant

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The General Secretariat directs administrative, human and financial resources and activities of the Union, including the implementation of the provisions of the administrative regulations on operational questions, the dissemination of information on telecommunication/ICT matters for operational and other purposes, and the provision of legal advice to the whole of the Union.

As part of ITU’s transformation roadmap, the ITU is seeking an experienced Microsoft Dynamics 365 CRM Expert to support the implementation of our new CRM system. The role involves designing, validating, and configuring key modules including Accounts, Contacts, Opportunities, Sales Management, and Activity Management, ensuring seamless integration with Outlook, Microsoft Teams, and Microsoft Copilot, as well as contributing to the design of an integration mechanism with legacy CRM systems.

The ideal candidate will bring a blend of strong technical expertise and deep business process understanding to deliver a CRM platform that empowers sales teams, enables structured customer engagement, and enhances productivity through AI-driven tools and actionable insights.

• Proven experience in Microsoft Dynamics 365 CRM implementation projects
  , particularly in sales, customer engagement modules and Copilot for Sales
  .
• Strong knowledge of Accounts, Contacts, Opportunities, and Activities within Dynamics 365 Sales.
• Experience in designing system interfaces and integrations
  , especially between Dynamics 365 and legacy systems (e.g., SAP CRM On-premises for this project).
• Hands‑on experience with Dynamics 365 integrations (Outlook, Teams, SharePoint).
• Familiarity with Copilot and AI features in Dynamics 365 CRM.
• Solid understanding of CRM data models, workflows, security roles, and integration methods (APIs, middleware).
• Excellent communication and stakeholder engagement skills.

Education: University degree in business administration, computer science or a related field OR education from a reputed college of advanced education with a diploma of equivalent standard to that of a university degree in one of the fields above.

Experience: At least five (5) years of progressively responsible experience in the field relevant to the Special Service Agreement (SSA). An advanced degree in a related field can be considered as a substitute for one year of working experience. A Doctorate in a related field can be considered as a substitute for two years of working experience.

• Associate

• Contract

• Customer Service and Information Technology

• Telecommunications